Keeping you protected

Rules introduced by the Essential Services Commission Victoria mean you’re protected as soon as you inform your energy retailer that you or someone in your home requires life support equipment.

Energy retailers must ask all new customers if they require life support equipment before signing them up for a plan. Those who are receive more comprehensive information about their rights and the retailer’s processes to help ensure protection is there when needed.

A standardised medical form makes this registration process through energy retailers simple. We work closely with the energy retailers to keep an accurate register of life support customers.

If you have not already registered as a life support customer, please get in touch with your energy retailer and follow their process. You can also advise them on how you would prefer to receive information about any impacts on power in your area – for example, via SMS or email – or pass on details for a caregiver that should be kept informed.

Backup plans

If we are planning works involving power outages, customers will receive notifications via the email, SMS or post. If there is an unanticipated power outage for reasons beyond our control, we will contact you via your registered mobile or email address as soon as possible.

In these circumstances, we encourage you to develop a backup plan in consultation with your doctor or medical adviser to ensure you are well prepared. Different medical situations need different plans, but you may like to consider any of the following actions:

• Get a source of backup power for your medical equipment, such as a battery or generator.
• Familiarise yourself with the different power circuits and power points within your home by checking your switchboard, contacting a registered electrician, or calling us for technical advice.
• Make sure you discuss your life support machine with your doctor. They should have already explained what action to take should your life support machine stop working. Always follow their advice first.
• Consider if it is possible to store backup equipment in your home, such as oxygen bottles.
• Ensure your mobile is always charged and use our portal to subscribe for power outage notification updates.
• Keep a torch with working batteries next to your life support equipment.
• Plan with a family member or friend to stay with them in case you need to vacate your home.

For further information, call our dedicated advice line for Life Support Customers on 1800 500 540.